About the job

Job summary

This is a Nationally based role

Job description

We encourage applications from people from all backgrounds and aim to have a workforce that represents the wider society that we serve. We pride ourselves on being an employer of choice. We champion diversity, inclusion and wellbeing and aim to create a workplace where everyone feels valued and a sense of belonging. To find out more about how we do this visit: https://www.gov.uk/government/organisations/ministry-of-justice/about/equality-and-diversity.

Remote Support Engineer

Location: National*

Closing Date: 4th February

Interviews: w/c 12th February

Grade: HEO

(MoJ candidates who are on a specialist grade, will be able to retain this grade on lateral transfer)

Salary: London: £37,174 - £40,403 (which may include an allowance of up to £851); National: £32,827 - £35,678 (which may include an allowance of up to £61)

Working pattern: Full time, Part time, Flexible Working, Job Share

Contract Type: Permanent

Vacancy number: 83633

*We offer a hybrid working model, allowing for a balance between remote work and time spent in your local office. Office locations can be found ON THIS MAP

The Role

We’re recruiting for Remote Support Engineers here at Justice Digital, to be part of our warm and collaborative  Digital & Technology Support team.

The Digital & Technology Support team is part of Justice Digital’s Technology directorate. It is a team made up of four functions: Specialist, Application, Onsite and Remote.

The Digital & Technology Support team provides Local and Remote 2nd line support excellence that enables our MoJ customers to thrive.

The team provides technical support, expertise and knowledge sharing tailored specifically to our customers remotely & onsite. Our personal, customer centric focus allows the MoJ business to run efficiently and project delivery to happen seamlessly.

To help picture your life at MoJ Justice Digital please take a look at our blog and our Digital and Technology strategy 2025

Key Responsibilities:

The Remote Support team was initially set up to provide 2nd line support, for circa 55,000 HMPS IT users. Over the next year the scope of the service will increase further to cover more MOJ users of IT.

The aim of the team is to provide an effective and efficient service that allows staff to have their issues and requests dealt with in a quick and seamless manner.

The team provides support between the hours of 07:00 – 19:00 Monday – Friday. This is undertaken in a shift pattern, with the potential for some out of hours work.

As a Remote Support Engineer, you will be responsible for owning and ensuring the speedy resolve of second line service requests and incidents for IT users, this will involve:

• Proactively managing, coordinating and prioritising tasks to resolve technical incidents and service requests.
• Contacting and liaising with the end users when necessary and providing excellent customer service.
• Working in partnership with other IT areas to fix technical problems including liaising and escalating to 3rd line support, whilst always ensuring excellent partnership working.
• Provide guidance on suitable technical workarounds that enables users to operate whilst a permanent resolution is being provisioned.
• Ensure the delivery of programme/project and transition work.
• Document and update IT support and knowledge management materials
• Meeting your performance and quality objectives to ensure that the success of the overall team key performance indicators, targets and quality controls measures are met.
• Contributing towards the maintenance of Knowledge Base Articles
• Achieving AZ900, MS900 certifications within 8 weeks of start date in order to access tooling for the job, if not already held.
• Completing a training roadmap, in which you will achieve accreditation to Microsoft 365 Certified: Enterprise Admin (expert) within 12 months of start date.

There will be an occasional requirement to travel to a variety of sites for meetings, and for developing and maintaining your understanding of the needs of the business and the users.

We encourage applications from people who understand the importance of excellent customer service.

The scope of skills will change over time as new technologies are introduced or retired.

If this feels like an exciting challenge, something you are enthusiastic about, and want to join our team please read on and apply!

Person Specification

Essential

• Change management. You can implement changes based on requests for change. You can apply change control procedures.
• Continual service improvement. You can show an awareness of developing process efficiency and common ways in which processes are optimised. You can support specific activities to improve development processes. You can spot or identify obvious deficiencies.
• Incident management. You can identify and register incidents, gathering the required information and allocating it to the appropriate channel.
• Problem management. You can investigate problems in systems, processes and services, with an understanding of the level of a problem (for example, strategic, tactical or operational). You can contribute to the implementation of remedies and preventative measures.
• Managing a quality Service: You can take inputs and establish coherent frameworks that work. You can collate data from depositories and provide basic reporting. You can own an issue until a new owner has been found or the problem has been mitigated or resolved.
• Communicating and Influencing You can identify and engage with users or stakeholders to collate user needs evidence. You can understand and define research that fits user needs. You can use quantitative and qualitative data about users to turn user focus into outcomes.
• Service management framework knowledge. You have a Level 3 service management framework qualification.
• Technical specialism. You can assist in technical support activities and carry out agreed or routine maintenance and administration tasks.

Covering:-

• Operating Systems
• Networking & Infrastructure
• End User Devices & Peripherals
• End User Support – Windows 365 Applications

• Technical understanding. You can show an awareness of the relevant subject matter and a high level understanding of what it involves.

Willingness to be assessed against  the requirements for SC clearance

We welcome the unique contribution diverse applicants bring and do not discriminate on the basis of culture, ethnicity, race, nationality or national origin, age, sex, gender identity or expression, religion or belief, disability status, sexual orientation, educational or social background or any other factor.

Our values are Purpose, Humanity Openness and Together. Find out more here about how we celebrate diversity and an inclusive culture in our workplace.

Benefits

• 37 hours per week and flexible working options including working from home, working part-time, job sharing, or working compressed hours.
• We are committed to nurturing our staff and provide lots of training and development opportunities with learning platforms such as: Linux Academy, O’Reilly, Pluralsight, Microsoft Learning, Civil Service Learning, GDS Academy, etc.
• 10% dedicated time to learning and development with a budget of £1000 a year per person
• Generous civil service pension based on defined benefit scheme, with employer contributions of 26-30% depending on salary.
• 25 days leave (plus bank holidays) and 1 privilege day usually taken around the Kings’ birthday. 5 additional days of leave once you have reached 5 years of service.
• Compassionate maternity, adoption, and shared parental leave policies, with up to 26 weeks leave at full pay, 13 weeks with partial pay, and 13 weeks further leave. And maternity support/paternity leave at full pay for 2 weeks, too!
• Wellbeing support including access to the Calm app.
• Nurturing professional and interpersonal networks including those for Careers & Childcare, Gender Equality, PROUD and SPIRIT
• Bike loans up to £2500 and secure bike parking (subject to availability and location)
• Season ticket loans, childcare vouchers and eye-care vouchers.
• 5 days volunteering paid leave.
• Free membership to BCS, the Chartered Institute for IT.
• Some offices may have a subsidised onsite Gym.

Terms & Conditions

Please review our Terms & Conditions which set out the way we recruit and provide further information related to the role and salary arrangements.

If you have any questions please feel free to contact recruitment@digital.justice.gov.uk

Person specification

Please refer to attached Job Description

Benefits

Alongside your salary of £32,827, Ministry of Justice contributes £8,896 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

Things you need to know

Selection process details

How to Apply

Candidates must submit  a CV and Personal Statement (up to 750 words) which describes how you meet the requirements set out in the Person Specification above.

Please note, applications submitted without a Personal Statement will not be considered.

In Justice Digital, we recruit using a combination of the Digital, Data and Technology Capability and Success Profiles Frameworks. We will assess your Experience, Technical Skills and the following Behaviours during the assessment process:

• Delivering At Pace
• Managing A Quality Service
• Communicating & Influencing
• Changing & Improving

Your application will be reviewed against the Person Specification above by a diverse panel.

Successful candidates who meet the required standard will then be invited to a 1-hour panel interview held via video conference.

Should we receive a high volume of applications, a pre-sift based on your experience of Incident management will be conducted prior to the sift.

Should you be unsuccessful in the role that you have applied for, but demonstrated the capability for a role at a lower level, we reserve the right to discuss this opportunity with you and potentially offer you the position without the need for a further application.

A reserve list may be held for a period of up to 12 months from which further appointments may be made.

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check. Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window).

See our vetting charter (opens in a new window). People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window). The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.